Guest-Centricity

The number one thing I love about my job is that working in professional sports and entertainment allows me to positively impact potentially thousands of people's lives, day in and day out. In the NFL, we welcome a small U.S. city every gameday, and every person that attends a game is coming for a different reason. 

Some people come to have a great time with family/friends, and some come to escape the real-world challenges for a day. Some people love the feeling of being part of something bigger than life, while some people want to celebrate a special life occasion. Some people come to a game to remember the days of the past when a family member would take them to a game, and the list can go on and on....

Working in professional sports can also be very challenging at times. Sometimes we're so focused on our tasks, and not our purpose because this business moves so fast and time management is critical. Our verbal and nonverbal communication with guests can make or break their loyalty in a split second. Guests think more about their experiences with people than they do about products and services. The guests visiting our venues probably won't meet, say Todd Gurley or Jared Goff, but they will get an opportunity to interact with you, whether that's a smile, high five, or a simple, "Welcome to LA Memorial Coliseum, how may I help you?"

Even if the game's outcome is not what the fans hoped for, the goal should always be that the overall guest experience will speak for itself and keep fans coming back. We don't have any control over the play on the field, but we should always be champions in the seating bowl, concourses, and gates. 

It's so important to remember that it is all about the fans! Don't forget to visit them during a game; sometimes, it's the basic things we can do to create lifelong memories and deliver exceptional service experiences. I am sure you can think of when your expectations were exceeded when someone truly showed appreciation for your business and therefore created a memorable experience. I know I can! Remember that the next time you're working a game/event.